Alejandro Estrada

Shift Assistant at Amazon (2016-07 – Present)

Leading daily conferences with delivery service providers regarding on-road and in-station issues, and finding resolutions to them.
Have created lasting processes that benefit operations
Frequent POC for Delivery Station Liaisons and Customer Service associates with issues related to customer obsession
The ability to create strong interpersonal relations with third party company employees, which promotes productivity and a positive work environment
Leading all-hands meetings for associates, as well as drivers, with an emphasis on engagement and interaction
Highly skilled in training new associates and creating strong bonds to promote learning
Efficiently debriefing hundreds of delivery associates while maintaining trackers
Coordinating rescue drivers to struggling routes while accounting for stem time, scheduling, and chaining rescues together
Responsible for scrubbing COMP and ensuring a proper hand off for the next shift
Highly skilled in troubleshooting all package scenarios
Able to effectively sort and dispatch 5,000+ Same Day packages per day
Comfortable with creating and resolving high severity trouble tickets.
Able to identify and resolve root causes when confronted with inaccessibility or navigation issues
Call Compliance and Hand Off reports
Inventory POC for dispatchers and coworkers regarding malfunctioning equipment

Fulfillment Associate at Amazon (2015-07 – 2016-07)

Started in Prep Receive which included bagging, stickering and wrapping Amazon products, as well as "water-spidering" for the department
Moved to the Pallet Receive department before my Learning Curve had ended
Wrapped and downstacked pallets to be received and transported to Outbound dock
Top performer in receiving pallets
Skilled PIT equipment driver specializing in Center Rider, RC Forklift and Clamp Forklift
Trained spotter in Trailer Dock Release
Frequent experience in performing Process Guide duties when the need arises
Responsible for Pallet Receive accounting for up to 26% of Inbound volume
Experience in removing barriers between employees
Very attentive to quality and detail as well as Amazon safety and standard work
Promoted to Shift Assistant in AMZL 7/2016

Loyalty Sales Associate at Alorica (2015-04 – 2015-04)

Made outbound calls to select Verizon Wireless customers to invoke personal and contractual loyalty
Provided exclusive offers and promotions
Trained to Connect, Discover, Recommend and Close on each call to promote sales

Quality Assurance Representative at Alorica (2014-11 – 2015-03)

Promoted to Loyalty Sales Associate 4/2015.

Audited and reported trends in call volumes and company goals regarding handle times and promoter scores
Audited key performance indicators in individual Customer Service Representatives' interactions with customers
In direct contact with Associate Directors and the Site Director, e-mailing reports of call avoidance and other actionable offenses
Assisted Team Managers to meet Quality Assurance completion each month
Provided accurate protocols to prevent our site from failing corporate audits

Customer Service Representative at Alorica (2014-04 – 2014-11)

Promoted to Quality Assurance 11/2014

Specialized in customer relations to assist customers with their product and service needs.
Complied with Key Performance Indicators such as adherence, handle time, number of calls answered, and call return
Developed active listening skills to identify root cause
Billing expert trained in accurately and efficiently explaining charges and finding options that work best for customers based on need
Sales experience in recommending phone insurance and other Verizon features such as FamilyBase, International Calling Plans, Global Data, and Cloud Storage
First tier technical support knowledge in correcting device issues
Proven expertise in the ability to remain calm and helpful with escalating customers
Dissuading uncertainty at the end of each call by explaining all changes made to customers' accounts, preventing callbacks

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